United Airlines has become adept at acknowledging customer milestones, such as million-mile achievements, during flights.

The airline aims for flight attendants to impress passengers by offering services such as hanging jackets in first class, minimizing noise from the galley, serving pre-departure drinks in the front cabin, and expressing gratitude for choosing United.

According to a memo shared with flight crews by Live and Let’s Fly, offering tailored recognition to elite customers on board results in a significant 45-point increase in customer satisfaction.

Did flight attendants acknowledge your MileagePlus status? This year, satisfaction among flight attendants is recorded at 94.8% when Global Services and Premier 1K customers affirm this recognition compared to just 50.3% when they do not. That reflects an approximate difference of 45 points!

Premier customers—Silver, Gold, Platinum, 1K, and Global Services—are extremely important to United Airlines; many travel frequently with the airline. Your [device] simplifies the process of identifying GS/1K customers and encourages inviting them to enjoy a Choice Menu item along with their first complimentary drink.

Research from American Airlines indicates that two primary factors influencing a first-class customer\’s likelihood of recommending the airline are:

(1) receiving a pre-departure drink and
(2) being addressed by name.

In essence, passengers are more inclined to recommend the airline when they receive the expected service and personal acknowledgment. Recognizing customers can take various forms—treating them as individuals (by using their names) and expressing appreciation for their business (which underscores awareness of their identity and contribution).

These small gestures contribute significantly to making air travel feel more personable. Often it feels impersonal; travelers are encouraged to engage through digital channels with airlines. Coach class resembles \”cattle class,\” while even first-class lacks true refinement.

They were attentive when my travel plans faced disruptions. Additionally, there were daily actions that enhanced my experience. Frequently, a premium services agent would meet ConciergeKey members at the gate, escort them onto the plane, and extend thanks—a much warmer approach than merely scanning boarding passes. It creates an atmosphere where hospitality thrives.

With tens of thousands of employees engaging with customers, each can serve as an ambassador for the brand. Consequently, uniforms play an essential role in fostering pride among staff regarding their product offerings. Encouraging meaningful interactions between employees and passengers is equally crucial.

While it may be challenging to mandate such experiences consistently, United excels at recognizing milestones both on board and within airports. They are actively seeking ways to enhance expressions of gratitude during flights—even if it involves simple words of encouragement for staff facilitating these efforts.